Customer Support Engineer (Microsoft Windows)

Your role & responsibilities

1. Provide technical support to Microsoft consumers:

• Effectively communicate technical information and troubleshooting steps to Microsoft consumers via phone and email in English.

• Utilize strong knowledge of Windows system to diagnose and resolve customer issues.

• Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.

2. Maintain high-quality service delivery:

• Adhere to service level agreements (SLAs) and performance metrics.

• Proactively identify and escalate critical issues.

• Contribute to continuous improvement of support processes and knowledge base.

3. Ensure data security and compliance:

• Strictly adhere to Microsoft's Code of Business Conduct and data privacy guidelines.

• Safeguard customer Personally Identifiable Information (PII) at all times.

• Maintain confidentiality of sensitive information.

1. Communication & Interpersonal Skills:

• Excellent written and verbal communication skills in English (fluency required).

• Outstanding customer service skills with a focus on empathy, patience, and active listening.

• Ability to clearly and concisely explain technical concepts to technical and non-technical customers.

2. Professional Attributes:

• Passion for technology and a desire to learn and grow within the IT industry.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Adaptability and flexibility to work in a fast-paced environment.

3. Shift Availability: Available to work rotating shifts as determined by the manager.